Rank Group Plc has deployed its proprietary-built ‘Hawkeye’ real-time safer gaming monitoring technology across its flagship online assets of Grosvenor Casino and Mecca Bingo, observing consumer engagements.
In an update to stakeholders, the LSE gaming group completes a key corporate directive for 2021, ‘significantly investing’ in revamping its customer service capacity, allowing its employees to better identify player dangers and carry out appropriate interventions.
Hawkeye has been set up to monitor “high-velocity players” who “show player behaviour changes, often suddenly, and who might not be picked up by existing safer gambling controls and thresholds.’
Rank’s Director of Customer Services, Liam Smith, explained: “We’re very aware that high-velocity play is an area of concern and that’s why we stepped up our focus on addressing this issue over the course of the last year.
“We are determined to give customers the safest possible experience with us when they play across our digital brands and the Hawkeye system adds another layer of protection to our full suite of safer gambling measures across the business.”
Best-in-class tools and standards
The redesign of Rank’s customer service units was carried out as part of the company’s business transformation effort, which aimed to build best-in-class tools and standards to protect customers.
“We’ve made significant strides using artificial intelligence to power our propensity model which looks to identify potential gambling-related harm, and we’ve also refined our digital affordability framework to assess customers at every stage of their time with us, from registration, through to deposit and withdrawal.” Smith added.
“We’re well aware that this work will never be complete, but we’ve upped the pace of our innovation and deployment in terms of SG and that can only be good for players in terms of delivering the optimal levels of protection.”